Job Details
IT Support Help Desk Specialist - Material Handling
Purpose:
The primary objective of this role is to work closely with our customers to resolve technical issues promptly, provide updates into our ticketing system, and conduct root cause analysis for frequent and recurring issues. This role will support several customers and coordinate between all necessary vendors.
Essential Duties and Responsibilities:
- Participate in on-call rotation (not for the first 3 months).
- Receive customer support calls and be the primary driver towards resolution.
- Resolve issues autonomously or, if needed, coordinate with additional parties to resolve.
- Conduct root cause analysis on recurring and persistent issues.
- Evaluate issues leading to change requests that will need to be reviewed and implemented.
- Participate in project handoff from the implementation team in order to learn the site and prepare to perform services.
- Accurately update tickets in a timely manner and provide regular updates to all parties during downtime incidents.
- Assist in continuous improvement efforts within and outside the department.
- Rotation into the controls and software group is to be expected.
Technical Abilities:
- .NET/Visual Studio experience (C# necessary - C++ familiarity)
- Logfile analysis experience, using logs to determine quick fixes, and then researching root cause (root cause analysis)
- MSSQL experience and familiarity with queries and stored procedures. Used heavily in the analysis of issues.
- Any testing experience, Jenkins experience, and/or any other CI/CD experience.
- Understanding of the functions of Windows Services and Processes, and the use of Task Manager.
- Understanding of CPU usage.
- Customer service experience is a plus.
- Remote troubleshooting experience is a plus. Experience with using VPNs, Remote Desktop, and the impact of changing machine state in an RDP session (closing, logging out, rebooting).
Education And/ Or Experience:
- 2+ years of experience in automated material handling systems or entry-level experience
- Bachelor s degree in engineering or technical field preferred.
- Up to 15% travel
Leadership And Communication Skills:
- Excellent interpersonal skills with clients and colleagues
- Ability to work under pressure while maintaining a team-oriented environment.
- Flexible mindset regarding tasks, roles, and responsibilities.
Character Qualities:
- Driven: Intrinsically motivated to contribute to the success of our clients, DLN personnel, and yourself. Being a self-starter with the ability to evaluate and choose the highest and best use of your time is essential.
- Dependable: A reliable asset available to our clients when needed.
- Discernment: Ability to identify issues and effectively create a resolution plan among all parties; Customer, Company, and Vendors
- Accountability: Accepts personal responsibility for actions.
- Integrity: Is open, honest, and consistent in character.
- Client-Centric: Focuses on internal and external clients, going the extra mile.
- People Skills: Is respectful and collaborative in relationships, recognizing that people make the biggest contribution to our success.
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